How can I sign up to paperless billing instead of receiving bills in the post?

It’s easy to save paper and energy by going paperless. Just log into your online account, select ‘Your accounts’ and under ‘Statement type’ select the paperless option. Once you’ve gone paperless, we’ll send you an email when your bill is ready to view.

How do I know when my paperless bill is ready?

Once you’re registered for an online account, we'll send you an email to let you know your bill is ready to view.

If you don't appear to be receiving this email, check your junk folder as your filter may have placed it in there.

If you change your email address, please remember to update it on your online account. To do this, simply log in to your account, click the 'Your Account' tab and change your details.

I want to view my bills and manage my account online. How do I do this?

We have a wide range of ways you can pay your bill. Pay by monthly Direct Debit and get a discount per fuel, per year.*

How do I see my bills online?

If you want to view earlier bills, scroll down and click on ‘Your bill
history’.

Remember you can only see bills
that have been produced since you set up your online account. If you need bill produced before this, please contact us.

I have an online account – can I view my previous bills online?

You’ll only be able to view your bills online from the date you've registered for an online account. Once you've registered, your bills will be kept for two years. You can always save the PDF version of your bills to your computer. If you need a copy of an older bill, please contact us.

Can I pay my bills online?

Yes, you can pay your bills and manage your account online by registering for an online account.

Please note, if you pay by credit card you'll be charged a handling fee for each credit card transaction you make.

Can I make payments every time I update my online account?

Yes, there's no limit to how many payments you can make online. You can login, give a meter reading and make payments as often as you like to help keep your account on track.

Please note, if you pay by credit card you'll be charged a handling fee for each credit card transaction you make.

How do I attach an account?

On your account homepage:

Click on the '+Attach Account' link at the top of 'Your account summary'.

Type in the 10 digit number of the account you wish to attach, your postcode and, if you want, a friendly name so you know which account it is.

Click the ‘Add’ button.

Your account will be added 'Your account summary' for you to manage.

How do I activate my online account?

You'll need your activation email which will have been sent to you when you registered for your online account. If you haven't received it or it's been deleted, please contact us and we'll send you a new one.

I’ve forgotten my password - what should I do?

Go to the login page and click on 'Forgotten your login details?', then enter the email address you used to register your online account. We'll send you a link by email that will allow you to log in. As a security measure, this link will expire after 30 minutes. Once you're logged in, you'll be asked to change your password.

How do I change my password?

Log in to your account, then go to the 'About you' section. Under 'Your password' enter your new password and click 'update' at the bottom of the page.

How do I change the email address you send my bills to?

Log in to your account, then go to 'About you'. You can change the email address you want us to use for your future bills.

How do I remove an account?

An account can only be removed by an adviser. This is to make sure you don't lose your paperless discount if you accidentally remove an account. If you need an account removed, please contact us.

How can I find out what my up to date balance is?

Give us a meter reading when you've logged in and we'll give you an up to date balance straight away.

Can I submit my meter reading(s) online?

Yes, if you have an online account, please log in and let us know your meter reading(s). We'll tell you your new balance straightaway.

You can also complete our online form to let us know your meter readings, but this can take up to five days to be updated.

How do I give you my meter reading online?

If you have an online account:Log into your online account and click on the 'Your accounts' tab, just under your name. You'll see some of your account details and a little further down the page there's a section for meter readings.Just put your meter reading in and we'll give you an up to date balance straight away.

If you don't have an online account: You can give us a meter reading using our online form. This can take up to five working days for your account to be updated.

What happens to my meter reading when I enter it online?

If you’ve logged into your account and given us a reading, we’ll tell you your new balance and how much you’ve used since your last bill straight away. Or if you’ve given us a reading using our online form, it can take up to five days for your account to be updated.

If you’re due a bill in the next two weeks, we’ll use your reading to bill you. If you’ve had a bill in the last four weeks, we’ll update it and send you a new one.

How often can I submit a meter reading?

You can give us a meter reading as often as you like.

What if I give a wrong meter reading?

If you put the wrong meter reading online, don’t worry, you can go back and put the right one in. When you give us a meter reading, we’ll check that it’s about what we expect your usage to be. If it’s not, then we’ll tell you.

If your reading is correct and you’re still having problems, please contact us so we can help.

I'm registered for an online account, and provide my meter readings online. Why do you still need to come and read my meter?

Even if you provide your meter readings online, we still need to do safety checks on your meter. We have a responsibility to inspect your meter at least once every two years.

So, if a meter reader or engineer calls please let them in.

Can I print my bill as proof of my address?

Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘Your accounts’. Under ‘View your bill (PDF)’ you can view your bill in PDF format and print it.

Is your online billing system secure?

Yes - you don't need to worry about anyone else having access to your account details. If at any point you think anyone has learned your password then we’d advise you change it to something no one else knows as soon as you can.

What programs do I need on my computer to get the most from your website?

Our website is designed to work with the minimum of fuss. The only additional programs you might need are an up-to-date media player to see our videos and a PDF file reader such as Adobe to view some documents. We'll never request that you download any software directly from our site.

Estimated bills

How do you work out estimated readings?

We base estimated readings on a number of things including:

• The amount of energy you’ve used in the past.• The average amount of energy used by customers with similar usage patterns.• The time of year and season, like summer and winter.

If you don’t think the estimates are right, check the reading on your meter. You can give us a meter reading online, use our automated Meterline on 0345 071 7936* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

How often is my meter read?

By law, we’re required to try and read your meter once every two years. This is for safety reasons as well as making sure you’re paying the right amount.

We like to try and read your meter every six months, so your bills are as accurate as possible. If your meters are inside and you’re out when we call, our meter reader will leave a card to let you know we’ve been.

Why have you cancelled my estimated bill and sent me one for a different amount?

If we receive an accurate meter reading after we sent the original bill, we often send a revised bill using the new reading. This helps to keep your account up to date and make sure you’re not paying too much or too little.

Why have you sent me an estimated bill when my meter has been read?

We do our best to make sure we use accurate readings to send you a bill, but occasionally mistakes can happen. If you don’t think the estimates are right, then check the reading on your meter. You can give us your reading online, use our automated Meterline on 0345 071 7936* or contact us. Please make sure you have your 10 digit customer account number to hand when you call.

You sent me a bill but I’ve recently received an amended bill. It says that I have to pay more. Do I have to pay this?

This could be because your meter has been read since the bill was sent. Don’t worry – just check the meter readings on your latest bill against the reading on your meter.

If you have made a payment, check if it is showing on the most recent bill. If the reading on the new bill is similar to your actual meter reading, and the payment is showing, the new bill is correct.

If the payment isn’t showing, or the new meter reading is very different, please contact us and we’ll let you know the balance on your account.

You’ve sent me an amended bill, but I can’t see the payments I’ve made - why?

Any payments made will show on the first bill you received, so it’s a good idea to keep it for your records. The updated bill will show the new balance and any new payments or amendments made since the first bill was sent.

Who reads my meter?

It depends on which part of the country you live in. In certain areas most major suppliers use the same companies, such as Accuread or Siemens, to read their meters. Our representatives will always carry identification that shows they are contracted by us. If you’re unsure, their ID badge will have a number you can contact to verify this.

General billing queries

I haven’t had a bill from you for some time - why?

We send a bill to most customers every three months, but some monthly Direct Debit customers get a bill every six months. You can check the date on your last bill to give you an idea of when your next bill is due.

If you’ve got an online account, you'll get your bill quarterly and we’ll tell you the two week period when your next bill is due. Your bill could be created anytime between these two dates. If you’ve checked and are still concerned, get in touch so we can help.

I don't think the amount on my bill is right - what should I do?

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, you can read your meter and give us your meter reading online, use our automated Meterline on 0345 071 7936 or contact us. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.

If the meter reading is correct, it’s possible that the amount of energy you’re using has changed or that our prices have changed. You can find out more in our billing and payment help.

I don't think the meter reading on my bill is right - what should I do?

The first step is to check if the bill is based on an actual or estimated meter reading. If the bill is estimated, read your meter and compare the reading with the estimate. It’s good to keep your account up to date, so if you’d like to give us a meter reading, you can submit it online, or call our free Meterline on 0345 071 7936. We’ll update the meter reading and send you a new bill. Please make sure you have your 10 digit customer account number to hand when you call.

What happens if the meter serial number on my bill doesn’t match the one on the meter?

Your meter may have been changed if you’ve changed your heating system or price plan, or it’s time for it to be updated. When this happens, we’ll contact you to let you know we’re going to visit to change the meter.

If the meter serial numbers don’t match up, the first thing to do is check if your meter has a yellow sticker with any meter change details on it. If it does, make a note of these details. Then, whether or not your meter has a yellow sticker, please contact us to let us know about the difference in numbers.

What’s the best way for me to pay?

I can’t read my bill - can it be in larger print?

Yes, we can arrange large print bills, talking bills and bills in Braille. For more information, visit our Priority Services section or contact us to let us know.

I’ve just made a payment towards my bill - should I let you know?

If you’ve made a payment it should show on your account within a few days, so you don’t normally need to let us know. But if you have a payment plan and you made your payment later than you were supposed to, you could contact us to confirm that your payment plan is still in place.

Why do I only get a bill every six months?

If you’ve been with us for a year or more and you pay by monthly Direct Debit, then you’ll automatically receive your bills every six months. Providing that we can get access, we’ll read your meter every six months, so your bills will always be accurate.

This prevents you receiving estimated statements twice a year and cuts down on the amount of paper we use, helping the environment. We’ll continue to review your payments each year, so you can be confident you’re paying the right amount.

You can see how much you’ve used at any time by registering for an online account and entering your meter reading. You can also sign up for paperless billing, and we'll send you an email when your bill is ready to view.

What does 'correction factor' mean?

The correction factor is used to convert gas units into kilowatt hours (kWh). It takes into account changes in the volume of the gas based on temperature and pressure, which can vary slightly for different supplies. This makes sure all customers receive the same number of kWh for each cubic meter of gas that is supplied to them.

The correction factor is 1.02264, which is standard across all suppliers.

What does ‘calorific value’ mean?

The calorific value refers to the amount of energy that’s released when a certain amount of gas is completely combusted under specific conditions throughout the National Grid system.

It’s measured continually and changes a small amount every day, but a typical example of the calorific value is 39.2.

Switching supplier

What do I need to do if I want to switch to you?

Why did you let another supplier take over my supply without my permission?

We’re not allowed to stop you leaving us without having a reason. If you didn’t agree to leave us, contact us as soon as you can and we’ll be happy to help.

I’ve had a letter saying I’m leaving, but I don’t know anything about it. What should I do?

Contact us as soon as you can. We’ll be happy to look into this and let you know what’s going on.

I’ve just signed up to join you - when will you start supplying me?

It normally takes 21 days to switch. We’ll contact you to let you know the exact date. Take a look at our switching pages for more information on the process.

I've decided to join you as my new supplier. Will you tell my current supplier that I'm leaving?

Yes, we will let your current supplier know that you are leaving them.

What happens to the payment plan I have with my current supplier?

We can’t close any payment plan you might have with your current supplier. We recommend to leave any payment plans with your current supplier open. When we send the final meter readings to your old supplier they’ll send your final bill to you. Your old supplier can then take or refund your final balance.

Why have you stopped me moving to another supplier?

We might have stopped you moving to another supplier for a number of reasons. Contact us as soon as possible, we’ll help explain what’s happened and what we can do.

Why have you taken over my supply when I didn’t ask you to?

Every home has unique identity numbers for gas and electricity which all suppliers use. We try very hard to make sure we have the right identity numbers, but sometimes mistakes can happen. If you think we’ve taken over your supply by mistake, contact us.

My opening meter reading is estimated - how can I get it changed?

Take a meter reading straight away. If you have it, we’ll also need a meter reading from around the time you changed over to us. When you’ve got your meter readings, contact us. The meter readings will help us to make sure your opening read is correct.
If you don’t have a meter reading from when you changed over to us, don’t worry. Just take a meter reading today and another one in five days time, then contact us. We’ll use your readings to work out your average daily use and change the opening reading in line with it.

Why is my old supplier still billing me?

It normally takes 21 days to switch. We then send the meter readings we’ve used to open your account to your old supplier. Your old supplier then has to agree the readings with us and send your final bill. This bill should only go up to the date that you joined us and to the meter reading we opened your account with.

Why is the final reading on my bill from my old supplier estimated?

When you start with us we’ll ask you for a meter reading to open your account. So that your old supplier can send a final bill to you, we’ll give them this meter reading.
But, we’ll estimate a meter reading if we haven’t been able to get hold of an actual read. Your old supplier will then use this estimate.

The reading on my final bill from my old supplier is estimated – how can I get it changed?

If the estimated reading on your final bill seems to be a lot higher or lower than you think it should be please contact us. If you have a reading from the day you switched, we’ll make sure it’s passed to your old supplier.

I don’t have a reading from the day I switched but the reading you’ve used seems wrong – how can I get it changed?

If we don’t have a reading from the day you switched to us, we’ll use an estimate based on your energy use with your old supplier. If you think the estimate we’ve used is too high or too low, take a reading from today and contact us. We’ll take a look into it for you and if we need to, work out a new reading.

Why haven’t I got my final bill?

Once we have a meter reading to open your account, it can take up to three weeks for your old supplier to get this reading and close your account. If it’s been longer than three weeks, please contact us so we can look into this for you.

Can I have my meter changed after I’ve joined you?

Once your supply has started with us, simply contact us and we’ll have a chat about what’s best for you.

Can I switch if I’ve got a debt with my current supplier?

If you have an outstanding bill with your current supplier, you’ll usually have to pay it before they’ll let you join us. If you don’t, they could delay or even stop your change over. If you have a prepayment meter and the debt is under £500 you’ll still be able to switch to us.

After stopping me from switching, my old supplier will now let me switch to you – can you still take my supply?

We will automatically reapply for your supply three times. After that we’ll stop trying to switch you over to us. So if you still want to switch to us, please contact us as soon as possible.

Refunds

I’ve agreed a refund with you, but my amended bill doesn’t show the refund - why?

Refunds are usually processed after your amended bill is printed, so it will show on your next bill after that. You’ll receive a separate letter in the post to confirm the amount we’ll be refunding.

I would like a refund. Can I have one?

First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that’s meant to cover the bill. Or for example, on a gas account during the summer where the credit will be building to cover winter gas usage.

Please be aware that if you're already a customer with us and you're on Atlantic Online or any variant of Atlantic Fixed price, your discounts are already included in your unit price. You won't get any extra discount by paying by Direct Debit, but you'd still benefit by spreading your costs over the year.

What are the benefits of paying by quarterly Direct Debit?

Pay by Direct Debit and get an annual discount per fuel, deducted from your standing charge*

It's easy to manage

Your account will be paid off in full every quarter

It's quick and easy to set up. All you need is your bank account number and sort code

Please be aware that if you're already a customer with us and you're on Atlantic Online or any variant of Atlantic Fixed price, your discounts are already included in your unit price. You won't get any extra discount by paying by Direct Debit, but you'd still benefit by spreading your costs over the year.

You can set up a Direct Debit using our online form or contact us and one of our expert advisers will be happy to help.

How do you work out my monthly payments?

We base your monthly payments on the amount of energy you’ve used over the last 12 months. We take what you’ve used in spring, summer, autumn and winter and average it out so that you pay a set monthly figure to cover you all year round.

Not been with us for over a year? Don’t worry, you can set up a Direct Debit using our online form, or just contact us and one of our expert advisers will be happy to suggest a figure based on your lifestyle and the size of your property.

Why is my Direct Debit reviewed only once a year?

We review your account at least once a year to make sure you’re not paying too much or too little. You’ll still get regular statements so you can keep an eye on how much you’re using.

It’s important we have accurate meter readings to help us check you’re paying the right amount for your energy. If you’ve received an estimated bill, then check the reading on your meter and let us know what it is. You can give us a meter reading online, use our automated Meterline on 0345 071 7936* or contact us.

Can you change my Direct Debit payment without my permission?

When we review your account, we can change your payments if we think you’re paying too much or too little. We have to let you know if we are making a change, so we’ll send you a letter or put a message on your bill to give you time to contact us if you have any questions.

Why are you increasing my Direct Debit when I’m in credit?

Depending on the time of year and how much energy you use, your account may go into credit or debit. For example, over the summer months, you’re likely to build a credit on your account. This is to help cover larger winter bills.

A Direct Debit is based on the cost of your estimated annual energy use divided into 12 even monthly payments to spread the cost over the year. As a result, we may need to increase your payments, even if you’re in credit.

We’ll always tell you before changing your payment to give you time to contact us if you have any questions.

How do I change the monthly amount I pay by Direct Debit?

We regularly review your payments to make sure you’re paying the right amount. But if at any time you’d like to change the amount you’re paying, take a meter reading, then you can either fill in our online Direct Debit form, or contact us and we’ll be happy to help.

I've got a credit on my account, can I get it refunded?

First, take a meter reading so we can make sure the balance on your account is right. If you’re due a refund we can refund you all or some of the credit.

But, there are times when the credit is there for a reason. You might be due a bill very soon. If you make regular payments you might have a credit that's meant to cover the bill. Or for example, on a gas account during the summer months where the credit will be building to cover winter gas usage.

I'm paying by Direct Debit, why is there a credit on my account?

Your Direct Debit payment plan is spread across the year and based on your estimated annual energy use, so it's normal for your account to be in debit or credit at certain times of the year.

We review your account at least once a year to make sure you're not paying too much or too little. If we think your monthly payments need to be changed, we'll alter them and let you know.

If you'd like to change any of your Direct Debit details use our online form.

I am on a fixed rate but you have increased my Direct Debit, why?

If you are on one of our fixed rate price plans it means that the unit rate that you are charged for gas or electricity does not change even if the market prices do. A Direct Debit is set based on your energy usage. If you use more energy, the Direct Debit needs to be increased to cover that cost. The prices will not have changed, but any increased energy use would mean an increased payment level. If at any time you’d like to change the amount you’re paying, contact us and one of our experts will be happy to review it with you.

Moving house

How do I tell you I'm moving house?

I've had a bill addressed to the occupier (or someone else's name)

If you've already been in touch with us, just ignore them. We'll be working to update the account to show that you're now responsible for the bills. We'll only bill you from the date you moved in and with the meter readings you gave us.

If you haven't told us you've moved give us a call on 0345 071 7991* (we're open Monday to Friday 8am -8pm and Saturday 8am - 2pm).

What do I need?

To have moved house already

Your old and new address

Your closing and opening meter readings

When will I get my final bill?

If you've given your meter readings from the day you moved, you should get your final bill within seven to ten days.

Should I close my Direct Debit?

We recommend that you keep your Direct Debit open so we can collect the final balance or refund any money we owe to you.

Can I transfer my final balance and Direct Debit to my new address?

Yes, staying with us at your new address means that we can transfer any balance to your new account. And your Direct Debit plan will be moved as well, which is one less thing to think about! We'll make sure that you're paying the right amount at your new address by reviewing your payments.

What happens with my boiler cover / phone / broadband when I move?

If you have shield, our boiler cover, we'll end your contract and create a new one for you at your new address (if we can cover your boiler and system). If you decide to cancel your cover, there will be a cancellation fee.

If you have phone and or broadband, we'll end your contract and start a new one at your new address. If you decide to not take the service with you, there will be a cancellation fee.

Can you supply the gas and electricity at my new address?

Yes, we're able to supply your energy almost everywhere in the UK. If your new property isn't supplied by us, make sure to tell the current supplier you've moved in. Then phone us to let us know you've moved and you can simply sign up your new house with us online.We'll take care of everything for you and tell the current supplier at your new address that you want to transfer your supply to us.

I've already told you I'm moving and just want to give meter readings

Contact us with your moving out readings and/or moving in readings. We'll update your account and send your final bill.

Your meter

I can’t reach my meter - can it be moved?

Yes, we can arrange for your meter to be moved, but there is usually a charge. Please contact us for further details.

If I change to a different type of meter, will I be charged?

In most circumstances, we don't charge for changing your meter. If there is a charge, we'll let you know when you contact us. We'll also make sure the meter is suitable for you and your home.

What if I want to change my pricing plan and it requires a meter change?

My meter box is broken, how do I get it fixed?

It’s usually your responsibility to fix any damage to your meter box. However, if the damage was caused by a meter reader, then contact us so we can help. If it was damaged by your local electricity distribution company you’ll need to contact them. You can find the phone number to contact them in the front of your phone book.

What is a Meter Serial Number and where can I find it?

A Meter Serial Number is a unique number used to identify your meter. You'll be able to find this on the front of your meter, engraved into the meter box or printed on a sticker attached to the meter box. It usually contains a combination of numbers and letters.

How do I know what type of meter I have?

You can read our ‘How to read your meter’ section to identify your meter type, or you can contact us and we’ll be happy to help.

What’s the best meter for me?

Most meters are installed to match the central heating system in your property, so you should already have the right meter for your home. You can find more information on types of electricity meters or you can contact us and we’ll be happy to help.

How does Economy 7 work?

Economy 7 gives you seven hours of cheaper electricity overnight. It’s designed for homes with storage heaters and water immersion heating, as you can charge them during the night. Your meter will have two rates – a day and a night rate. Each will record all electricity used during those times.

The amount you pay per unit on the day rate is more expensive than on General Domestic, but the night rate is cheaper. This lets you heat both your home and your water more efficiently.

What are the ‘off peak’ hours for Economy 10?

The ‘off peak’ hours for Economy 10 vary depending on where you live, but as a guide the low rate runs for five hours overnight, three hours in the early afternoon and two further hours in the late evening.

For more details or to find out the exact hours for where you live, contact us and we’ll be happy to help.

What happens to the 'off peak' times when the clocks change?

The 'off peak' times will vary depending on where you live and the type of meter that you have.

Some meters will automatically adjust themselves when the clocks go back or forwards, meaning that any appliances you have set on timers won't need to change. Other meters won't change with the clocks, so you'll need to manually adjust the timers on your appliances by an hour instead.

For more details or to find out the exact hours for where you live, contact us and we'll be happy to help.

Pay as you go meters

What is Debt Assignment Protocol?

It's important to us that when you choose to switch energy supplier, that you're able to do so with minimum fuss. We've worked together with the industry to help Pay As You Go customers with a debt of up to £500 to switch supplier more easily in order to help find the best tariff for them.

This transfer option is known as the Debt Assignment Protocol. It's subject to terms and conditions and isn't guaranteed.

Why is my token meter showing an error message when I’m trying to insert a token?

If there is a problem with either your meter or the token that you’ve bought, your meter will display an error code. This error message is important as depending on what code is shown, the actions that need to be taken change. Make a note of the message, contact us and we’ll be happy to help.

Why will my credit not transfer from my gas card?

Sometimes cards can be faulty or may not be registered correctly. Your meter should show an error message. Make a note of the message and call us and we’ll be happy to help.

My gas Quantum meter is showing OFF - what can I do?

This message means that the valve inside your meter, which allows gas to flow through into your property, has closed. You should:

Check to see if there are any error messages showing on your meter.

If there are no messages, put your card into the meter and press and hold the red button until the valve opens. You should be able to hear the valve mechanism open.

How does gas Pay As You Go emergency credit work?

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works:

When you want to use your emergency credit, insert your gas card into the meter.

You'll then be offered the emergency credit.

To accept it, press the red button A.

Returning to normal use:

To return to normal use, you'll need to charge your card.

If you wish to see how much emergency credit you've used, remove the gas card and press and release the red button A.

Remember, you'll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use.

How does electricity Pay As You Go emergency credit work?

You can only use your emergency credit once your pre-paid credit is at or is below 50p.

How it works:

When you want to use your emergency credit, insert your key into the meter.

If the key is left in the meter, the emergency credit is automatically activated if the credit drops below 50p.

When using your emergency credit, the display on your meter changes to show the letter 'e'.

It'll also show the amount of emergency credit left.

Returning to normal use:

To return to normal use, you'll need to put credit on your key.

You can find out the smallest amount needed to return your meter to normal use by pressing the blue button once on your meter.

Remember, you'll need to top up your meter with enough credit to cover any repayment amount you have agreed with us, the borrowed emergency credit amount and additional credit in order to return to normal use.

Can I top up my Pay As You Go meter online?

We don't currently offer this facility, however it will be available with the introduction of Pay As You Go smart meters.

Green Deal

What is Green Deal?

Green Deal was a scheme run by the government. It helped people make their homes more energy efficient through various home improvements.

Green Deal is now closed to new applications. Please visit gov.uk for more details.

If someone signed up to Green Deal, they took out a loan to cover some or all of the cost of these home improvements.

They agreed to pay this money back in instalments, charged through their electricity bill.

How do I make payments towards my Green Deal improvements?

If you had Green Deal improvements before the scheme closed, you’ll be paying for them through your electricity bill.

We add the agreed monthly charge to your bill. The monthly charge is shown on your original quote.

Moving home with Green Deal

Green Deal stays with the property; not you as an individual.

If you have Green Deal and you decide to move, the new owner of the home is responsible for the repayments. This is because they'd benefit from the improvements.

Likewise, if you move into a property with Green Deal set up, you'll take on the repayments.

I've had Green Deal improvements installed. Can I now change to a new supplier?

Yes. But you'll need to make sure the energy supplier you're moving to can collect your Green Deal payments.

Suppliers with more than 250,000 customers must support Green Deal. But suppliers with fewer customers can choose.

The Energy Savings Advice Service (ESAS) or Home Energy Scotland can tell you which suppliers collect Green Deal payments. Take a look at gov.uk for more details.

If you sign up to a supplier that can't collect Green Deal Charges, the supply transfer will be objected to. This means you'll stay with us as your supplier.

Can I still get my Winter Fuel Allowance now I've had Green Deal improvements?

Yes. You'll get the Winter Fuel Allowance for as long as the government supports it (and as long as you meet the criteria).

I'm not happy with my Green Deal package. Who can help me?

Please get in touch with us and we'll help if we can.

You can also check out the Energy Saving Trust website for more information. They're an independent body and can help with any questions or complaints you have.

Who can I contact for more information on energy efficiency?

*We may monitor your call to help improve our customer service ensure we meet our regulatory and legal responsibilities.

*If you have a fixed price tariff and pay by Direct Debit or Standing Order, you’ll get a discount of £40 a year for each fuel, when compared to another way of paying. The discount is applied to your standing charge on a pence per day basis, until your tariff ends. If you have capped prices on a standard variable tariff, your standing charge and unit rates will be reduced for paying by Direct Debit or Standing Order. Your discount will vary depending on how much energy you use, where you live and your meter type. Discounts do not apply to customers on an Energy Assist tariff or with a Pay As You Go meter.

SSE Electricity Limited is an appointed representative of SSE Home Services Limited. SSE Home Services Limited is authorised and regulated by the Financial Conduct Authority (FCA) under reference number 695476. You can check this on the Financial Services Register by visiting the FCA website.